Senior Operations Manager - ERT

Responsibilities

• Manage day-to-day operations business, including performance, billing, P&L and resource forecasting for a growing fleet.
• Manage a high-performing team of Operations Managers and Team Leads, ensuring they are coached in both leadership and AV technical literacy.
• Design and scale response frameworks that accommodate unique AV challenges, including software-defined edge cases, hardware failures, and environmental obstacles.
• Drive KPI excellence across specialized AV metrics, balancing technical Resolution Rates and Safety Benchmarks with business metrics like CSAT and AHT.
• Meet with Senior Management and clients as needed to continue business growth.
• Ensure compliance with evolving regulatory and legal standards specific to autonomous transportation.
• Own the hiring and talent development pipeline, identifying candidates with the "top-notch" analytical skills required to thrive in a fast-paced technology environment.
• Foster an organizational culture that prioritizes safety, innovation, and rapid adaptation to technological change.

Requirements

• Two-plus years of experience as a Senior Operations Manager or seven-plus years of experience as an Operations Manager in high-stakes or safety-critical environments (e.g., transportation, automotive, aviation).
• Autonomous Vehicle Experience is required and its mandatory.
• BA/BS degree preferred.
• Experience managing supervisors, as well as coaching and developing Teammates.
• Twenty percent (20%) travel required to support market launches, conduct field audits, and meet with regional stakeholders.